Your mission

Working as part of the Service Operations team you will live and breathe service excellence. You will support the commercialisation of gambling products across a diverse range of brands and markets, maintaining impeccable standards and client satisfaction at all times. You will be process driven with meticulous attention to detail but at the same time be of inquisitive mind and a natural trouble-shooter. Your can-do attitude and collaborative nature will help you build strong relationships across different stakeholder groups reliant on the effective support of the Service Operations team to drive business growth and to extend your technical capability and, combined with strong process and documentation, provide a resolve on first contact service wherever possible.

What you'll do- Take ownership of incidents internally and externally ensuring an effective triage and troubleshooting process occurs and stakeholders are managed until a satisfactory resolution is achieved.
- Manage major IT incidents from detection to resolution




- Monitor incident and service queues and ensure tickets are progressed in accordance with agreed operational level procedures
- Act as a main point of contact with clients for service requests and resolve them where possible using the business’ enterprise tools.
- Spot high-frequency, repeatable tickets and turn them into a clear, costed case for automation, self-serve or a product fix — and feed root causes back to engineering and product so the same issue doesn't recur.
- Follow and curate established SOPs for each incident or service request and support the development of new processes in collaboration with all relevant teams.
- Proactive monitoring of product performance and player accounts, reporting to the business any compliance, fraud or technical concerns.
- Work closely with support teams, 3rd parties, and Business Divisions to ensure operational readiness for any new product or client integration and be our client's mai

📌 Service Operations Analyst (Málaga)
🏢 Expenti
📍 Málaga